Customer Onboarding Manager

12 Months ago • All levels • Customer Service

Job Summary

Job Description

Insider, a B2B SaaS company and the #1 AI-native platform for Customer Experience and Marketing, is seeking a Customer Onboarding Manager. This role is crucial for the post-sales team, transitioning clients from sales through onboarding and implementation of the Insider platform. The manager will reinforce the company's vision of personalized experiences driven by client data. Responsibilities include understanding client business requirements, managing project delivery, ensuring accelerated time-to-value, and empowering clients to utilize the platform to its full potential. The ideal candidate will provide technical guidance, support client setup, and offer optimal solution design recommendations for integration, ensuring smooth, timely, and complete platform adoption.
Must have:
  • 1+ year experience in SaaS project management and client onboarding
  • Strong written and verbal communication skills
  • Strong time and task management skills
  • Strong communication with internal & external stakeholders
  • Bachelor's degree
  • Ability to analyze and interpret chatbot data
  • Ability to juggle multiple tasks with superior project management skills
  • Care for clients and product assistance
  • Flexibility to work in a fast-paced startup environment
Good to have:
  • Understanding of Google Dialogflow, IBM Watson, Microsoft Luis, OpenAI GPT
  • PM qualifications (Agile, PMP, Prince2)
  • Understanding of webhooks and API
  • Exposure to AI-driven product recommendation tools and algorithms
  • Solid understanding of chatbots

Job Details

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.

Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers. 

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

The Customer Onboarding Manager is one of the first members of the post-sales team to work with new and existing clients. The Customer Onboarding Manager is responsible for transitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider vision of true 1-to-1 personalisation driven by the client’s data. Responsible for understanding client’s business requirements and use-cases, managing project delivery, and ensuring accelerated time-to-value realisation from their investment in Insider.
It is critical during this initial period that our new clients are enabled and empowered to use the platform to its fullest potential. The Customer Onboarding Manager is the key member of the Onboarding team. They are responsible for ensuring smooth, timely, and complete Insider platform adoption and client confidence in their new system.
Using a combination of hands-on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will be responsible for providing technical guidance to the client. Supporting clients through setup while having a full understanding of the client's application environment and data in order to provide optimal solution design recommendations for integration in a timely and impactful manner.

Qualifications:

  • Understanding of Google Dialogflow, IBM Watson, Microsoft Luis and OpenAI GPT is an advantage
  • 1+ year experience in SaaS project management and client onboarding
  • PM qualifications (Agile, PMP, Prince2) is a plus
  • Strong written and verbal communication skills (English & Native Language)
  • Strong time and task management skills are a must
  • Strong at Communication with Internal & External Stakeholders
  • Delivering projects in a timely and qualified manner
  • Understanding of webhooks and API
  • Exposure to and understanding of AI driven product recommendation tools and algorithms is an advantage
  • A bachelor’s degree
  • Ability to analyze and interpret chatbot data to run retrospectives and evaluations to continually assess and identify areas for improvement
  • To juggle multiple tasks at the same time with superior project and time management skills. And a keen eye for detail!
  • Cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance
  • Have the ability and flexibility to work in a fast-paced startup environment
  • Having a solid understanding of chatbots is not necessary but would definitely be a plus!

Responsibilities:

  • Handling all chatbot assistant processes from integration to live with the responsible Customer Success Manager/Account Lead
  • Preparation of the assistant's map on chatbot product panel based on the designed experience and scenarios
  • Conducting AI tests
  • Preparation of reports as agreed with the brand within the Account Lead information
  • Involvement in chatbot development and tracking processes
  • Conducting AI-Based Chatbot Data studies
  • Keeping brand documents and flow documents up to date
  • Completion of tasks assigned in Jira by managers within the specified time frame

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

Please follow Insider on LinkedIn, Instagram, Youtube, and Medium!

Similar Jobs

Lytx,  Inc  - Senior Security Engineer

Lytx, Inc

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
Globalization Partners - Senior UX/UI Designer

Globalization Partners

United States (Remote)
2 Months ago
Veeam Software - Director, Corporate FP&A

Veeam Software

San Francisco, California, United States (On-Site)
1 Month ago
Grab - Senior Oracle Integration Cloud Specialist

Grab

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Veeam Software - Join Veeam Data Cloud Talent Community

Veeam Software

Bengaluru, Karnataka, India (On-Site)
2 Months ago
MY.GAMES - Customer Support Agent

MY.GAMES

(Remote)
2 Months ago
Tekion Corp - Customer Support Representative

Tekion Corp

West Chester, Ohio, United States (On-Site)
1 Month ago
Maersk - Customer Experience Partner

Maersk

Odesa, Odesa Oblast, Ukraine (Hybrid)
6 Days ago
Maersk - Customer Success Partner

Maersk

The Woodlands, Texas, United States (Hybrid)
6 Days ago
Zuru - Customer Service Representative - FMCG

Zuru

Frankfurt Am Main, Hessen, Germany (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

FICO - Key Account Manager

FICO

Madrid, Community Of Madrid, Spain (On-Site)
3 Weeks ago
C3 IoT - Senior Director, Strategic Solutions - Federal Health Sector

C3 IoT

Tysons, Virginia, United States (On-Site)
1 Week ago
Ubisoft - Customer Success Analyst

Ubisoft

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Toast - Senior Software Engineering Manager

Toast

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Granicus - SLED Enterprise Account Executive - State Team - West Region

Granicus

United States (Remote)
2 Months ago
C3 IoT - Site Reliability Engineer – Field Operations

C3 IoT

London, England, United Kingdom (On-Site)
1 Week ago
C3 IoT - Senior Solution Engineer

C3 IoT

Chicago, Illinois, United States (On-Site)
1 Week ago
Notion - Enterprise Account Executive

Notion

New York, United States (On-Site)
2 Months ago
appier - Associate Sales Manager, Enterprise Solutions

appier

Bangkok, Thailand (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Istanbul, İstanbul, Türkiye

Codeway Studios - Legal & Compliance Specialist

Codeway Studios

İstanbul, Türkiye (On-Site)
3 Months ago
Gram Games - Data Analyst

Gram Games

Istanbul, İstanbul, Türkiye (Hybrid)
2 Months ago
USE Insider - IFRS Revenue Reporting Manager

USE Insider

Istanbul, İstanbul, Türkiye (Hybrid)
8 Months ago
Roof Stacks - Senior Test Automation Developer

Roof Stacks

Istanbul, İstanbul, Türkiye (On-Site)
3 Months ago
paxie games - Game Developer

paxie games

Istanbul, İstanbul, Türkiye (On-Site)
1 Month ago
The game circle - Game Artist

The game circle

İstanbul, Türkiye (On-Site)
1 Month ago
Backpack games - Game Developer

Backpack games

Ankara, Ankara, Türkiye (On-Site)
1 Week ago
Dream Games - Software Engineer

Dream Games

İstanbul, Türkiye (On-Site)
1 Year ago
omino games - UI/UX Artist

omino games

İstanbul, Türkiye (On-Site)
1 Week ago
Blockville - Digital Fashion Business Developer

Blockville

İstanbul, Türkiye (On-Site)
1 Year ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Postman - Technical Enterprise Customer Success Manager

Postman

Boston, Massachusetts, United States (Hybrid)
1 Week ago
Sumo logic - Talent Pipeline - Technical Support & Customer Success

Sumo logic

India (Remote)
1 Week ago
playrix  - Customer Support Representative (German and Russian)

playrix

Almaty, Almaty Region, Kazakhstan (Remote)
8 Months ago
Tide - Customer Support Agent with French

Tide

Sofia, Sofia City Province, Bulgaria (Remote)
1 Month ago
Square - Customer Service Representative

Square

Roswell, New Mexico, United States (On-Site)
3 Weeks ago
Tesla - Customer Support Specialist

Tesla

Mumbai, Maharashtra, India (On-Site)
5 Months ago
Open Systems Technologies - Customer Service Representative

Open Systems Technologies

Tampa, Florida, United States (On-Site)
3 Weeks ago
ElevenLabs - Technical Customer Support Specialist

ElevenLabs

United States (Remote)
2 Months ago
Scorewarrior - Tier 2 Support Agent - Evening Shift

Scorewarrior

Limassol, Limassol, Cyprus (On-Site)
1 Week ago
nissan - Customer Service Representative

nissan

Aguascalientes, Aguascalientes, Mexico (On-Site)
5 Days ago

Get notifed when new similar jobs are uploaded

About The Company

Bengaluru, Karnataka, India (Hybrid)

Istanbul, İstanbul, Türkiye (Remote)

Istanbul, İstanbul, Türkiye (On-Site)

Istanbul, İstanbul, Türkiye (Remote)

Istanbul, İstanbul, Türkiye (Remote)

Paris, Île-de-France, France (On-Site)

Paris, Île-de-France, France (Hybrid)

Istanbul, İstanbul, Türkiye (On-Site)

View All Jobs

Get notified when new jobs are added by USE Insider